Terrible doesn’t even begin to describe this company
3 weeks ago a CGU client ran into the back of our car. Our car is unable to be driven. My husband was waiting so long on the phone to get through to CGU that twice he gave up. When he finally got through he was told there was “a hold up” but no further details. CGU have made no effort to contact us despite photos and their form being forwarded from the panel beaters.
We a struggling with one car- 2 of us working full time and a school child. We are NOT at fault!! Why should we be made to wait! Disgraceful lack of service and understanding. Would never insure with CGU
Hopeless service from CGU
we were with CGU for over ten years. we have never make a claim until recently i had a car accident and i was my fault. CGU was quick at getting my car fixed but did not deal with the third party insurer properly. I was told by the third party insurer that CGU did not even respond to her emails and phone messages. Eventually I received a letter from the third party insurer that i must respond within 7 days otherwise they will take legal action against me. Cant understand why they are not doing the work when all information have been given.
Another thing, they keep putting me on the phone to people who either can't understand or speak English properly or people who have not idea what is going on with my case.
Absolutely hopeless company. we are changing our car insurer. CGU, not recommended at all.
one of the worst cgu insurance case manager totally no knowledge
hot line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company. one accident aske pay do claim to spertate what a joke.. give me a date to fix car next may 8th 2019... they said not sure what will happen . no contact nothing further information
P M R
Phone line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company
jo l c
Make the process more stressful, upsetting and horrible.
We decided to use cgu after getting a small discount through our bupa insurance. Unfortunately my husband was involved in a accident and our car came off worse. First thing i did once we did the police report was ring cgu. The first lady was helpful and polite and after taking details let me know that the claims officer would be in touch with in 1 business day. They were. They explained that it would be 2 to 3 business days for the assessor to be in touch. After that i got a email disputing the claim from the other driver. So i rung cgu and said that we were at fault. I was told i needed to pay the $600 excess asap, otherwise my claim would no proceed and then emailed a invoice for the $600. I paid this the next day. I then rung them that day and was told to give it a day for the money to show up. On the friday, 4 days after accident the crash repair company rung and said that the car would be looked at that after noon. It was, and at 4:30pm we rung them and was told it looks fixable. Rung Cgu about the excess payment, told its still not it. Monday morning (yesterday) i got a call from the crash repairer who informed me the car is a write off, come get your stuff and plates so we can move it to the yard for the cgu assessor. We rung cgu that afternoon, still no excess and then i was told that they will just deduct it from the payout. Not once since the wednesday has cgu rung, i don't know where the car is, i don't know where my $600 has gone. I have 5 children and it was the family car, so right now i can't get them anywhere. We did eveything right and everything that was asked only to seem very let down by this company, i am now moving the hubbys work car insurance and the contents insurance to another provider.
Update for Wednesday 6th of Feb. The car is now getting re looked at in their "yard", after my husband spent another 20 minutes on the phone to them. Again he had to call. And threaten to take the matter further. the lazy crash repairs had report for 5 days and no one at cgu would think to ring them and ask about it. The assessor who rang me this afternoon was very friendly but again I'm still in the dark as to what is going on. All I want is to know if it is a write off or if it's going to be fixed.
So far one call from cgu and one call from the assessor. And 2 from a useless crash repairer.
I have also been informed that I was not informed that I could choose my own crash repairer. On the first call I was asked if I wanted my car towed to the closest cgu approved repairer. Which is 20 minutes from where I live. I only found out after the crash and car was removed that I didn't have to use who they told me to take it to. Who had a report for 5 days and then rung to tell me it's a write off with out actually getting cgu assessor opinion on first. And that getting me to remove plates was jumping the gun.
Update 14 Feb. Nearly a week after being told it's a write off we are no closer to getting the pay out so we can start getting a new car. I HATE CGU. STAY AWAY
CGU/HBF the worst applying experience
Caveat: HBF and CGU is purely the same. CGU is the insurer for HBF. HBF quote was $2/month more expensive although I got a 5% discount from them due to home insurance :-) PDS, which I read from and to, is 1 to 1 among those. HBF, by the way, when did copy/paste lost some statements' endings :-D
Tried to apply via the CGU Website. For my brand new Tiguan Wolfsburg Edition 2018 + extras the maximum they offered in agreed value was ~$59K when I was paying $65K. The thing is, the car actually MY19 but was manufactured in Dec 2018. In REGO it's 2018. If I chose 2019 manufacture year, I'd be able to apply for a proper agreed value. Yet was not allowed by the insurer. Was registering in Jan 2019. My request via the Contact Centre to raise the agreed value to $65K was not approved, even via the manager. As a result: Have a nice day to CGU/HBF :-)
NRMA had max ~$63K but after a call to contact centre I was approved to $66.5K agreed sum. Excellent service acknowledgement credit goes to NRMA.
Hey HBF/CGU you have just lost a 3 yr old client and his loyalty. The flexibility and listening to client requests will be a benefit for you.
Outcome: Avoid those guys. Their attitude to the client shows what'd be next. Done.
P.S. for the same more or less insurance, YOUI offered a very funny quote of $254 per month whereas NRMA is about $180.
Terrible claims experience
Would not recommend Cgu as a Insurance company.
My claim has been going for a month I am not closer to finding out if my car will be a write off or repaired the car was towed 3 weeks ago to a repairer after numerous phone calls of cgu wanting me to drive the car without tail lights and a front and back windscreen.
The repairer they towed it to apparently cannot assess hail damage so was advised the car will be towed to a hail cente 50 mins away.
Car has been there 5 days and has still not been assessed.
They cannot tell me where my car is how it was kept if has further water damage from being left in the rain.
Even though I am speaking with a lady from there I have been no closer to a resolution.
According to berowra community page the best insurers for claims have been budget direct and you i so do your self a favour and avoid cgu.
I am an ex employee of IAG use to work for Nrma I've lost all faith in them after this experience.
I have given them to 5pm Thursday to advise if my car will be written off or repaired . I will be writing to A Current Affair to tell my story and lodging a complaint with AFCA.
20% Premium Increase
After 3 years with CGU (as underwriter for Bendigo Bank Insurance), with no claims (ever!), I was surprised when my annual premium increased by 20%. When they were phoned I was given the usual, pre drafted, spiel about the cost of repairs increasing, I am getting older (a major insult - I am 63 and still working), the car getting older (4 year old Mercedes), the area I live in being high risk (I haven't moved) and the fact it is financed (no it isn't - but why should that matter?). One phone call to one insurance company and CGU's premium was already reduced by 28%. Penalising loyal customers for being loyal and not claiming isn't a sound business model. On face value the cost of the banking enquiry is being passed on via secondary products.
My child had an accident almost causing near death 4 years plus. CGU is the insurance company for the company. Having to deal with these monkeys and still today they have treated my child like a nobody and have made my child feel it too. They continuously send him too specialist after specialist which is causing more harm to my child mentally and physically. I wish there was someone whom has had an accident like my child that works for CGU that can relate to my child as I know these office monkeys sitting behind a desk is only reading from a book and not the reality of the situation. We just want this company and employer to fix what they know is wrong with him but like to take the piss out of a person who was normal but now suffers PTSD and other serious medical symptoms. Believe me if my child even thinks of suicide or succeeds we will ensure CGU and the doctors CGU pay off will be legally held responsible. CGU is good for nothing.
I have had the worst experience on the phones, they allowed me to create a policy but not under my name so i couldn’t cancel it:/ and then getting through to them was terrible. Plus there are no benefits, I put it on hold for a few months as my car was off the road temporarily and then they put me back on the road and charged me a heap of backpayments out of my bank without my permission
Customer service is terrible!
I called to ask one question regarding the details of my policy and the person who I talked to was super arrogant and impatient. The only answer he gave to me is to ask a lawyer!!! My enquiry is relating to the policy details, why should I go to a solicitor? This is the worst customer service I have ever had!!!!!
Stalls at Every Step of Claim Processing
As a person assisting a claimant, I can say CGU is possibly the worst insurance company I have dealt with in 25 years. CGU under-valued the vehicle, claimed it had tried to contact the claimant when it had not, claimed it had not received information from the claimant when it had, and on multiple occasions delayed for days or weeks on quick administrative processes unless we phoned CGU and complained about nothing being done. If you insure with CGU, expect to have to do this over and over and over again for every step of the claim process. If CGU staff need something from you in order to take the next step in the claim process, they probably won't tell you. They'll probably wait until you ask why nothing's happening. Then they'll do nothing with what they receive until you phone them again. When they say they'll process a payment "right now", that means they'll submit it to two authorisers, which will take more time. Then, after that, they will say it takes 3-5 days to reach the recipient's bank account, when there's no justification for that. And this is all after they've already done nothing for nearly a week after receiving what they said was the last documentation they needed - when the crash was 2 months ago. I have virtually no evidence that this company does anything required of it until a complaint is raised indicating that it hasn't been done.
Slow and Dumb
Two weeks since the non at fault accident and CGU haven’t even bothered to check to see if the vehicle is at the destined repairer. The extra cost car hire inclusion in the policy is a joke too. It only lasts for 21 days - come tomorrow 14 days would have passed and our vehicle is still left in no mans land. Urgency or follow-up is sadly not a priority of CGU’s. Avoid!
Get this too, we must fork out of our own pocket the cost of car hire for any period over the poultry 21 days CGU offers and then try to claim the cost back from the at fault party’s insurer without a guarantee of being reimbursed.
This company is more like CGFU!
And ... don’t get me started on all the contradictory information received from nearly everybody spoken to at CGU during this claim. I must mention the rude and abrupt phone transfer to a repairer without being advised of being transferred to and having to call back CGU to after this to resolve another issue I was on the phone about. Rude, arrogant and unhelpful!
1 1/2 hours (2 calls) to transfer to my new vehicle then see what happens
Over 7 years with CGU. I thought I had my new car covered from 08.11.2018 but then I get a cancellation letter dated 13.11.2018 in the mail saying cheque to follow. It was suppose to be a simple transfer from existing car to a new one and at no stage did I request cancellation per the latest letter. I dealt with Liz based in Manila, Phillipines who advised me of the e/premium $109.95 & I tried to pay but she said I could not as I had to wait for the paperwork to arrive (5-10 days) so I could check it’s accuracy & then I could ring up & pay. Policy would be a new one (internal system generated only) but I would keep the same policy number. So I am not really sure now whether I am covered or not. I suppose another call needs to be made tomorrow the 16.12.2018
As I write this I'm on hold. It took 1 hour and 5 minutes to get through, and then I got put on hold again. 1 hour and 42 minutes later, I think I'll give up.
ebay for ever
Loyal cgu customer for almost 20 years. I got the new car insurance policy it went up $ 144 dollars when i phoned cgu about in they given me three reasons no 1 it was my post code no 2 it was my age and no 3 that i was going to make i claim so i went online for a quote and the price for i new member was $360 dollars less so as a loyal customer you get nothing as a new customer you get a great deal even after you email cgu the new quote never ever again with cgu not even a good recommendation policy is now cancelled.
I purchased car insurance through BUPA but the contract is actually with CGU. I am usually a loyal customer but I am just about to cancel my policy. Unfortunately my car was involved in an accident & the claims process has been horrendous. Multiple phone calls, hours on hold, being disconnected as you get passed from person to person, an allocated claims officer who is never available, being shunted to call centre operators who can't speak English well enough to discuss anything in detail, requested call backs that never happen, having to explain everything over & over to each new person you speak with... I disputed the excess applied & despite 3 weeks of continuous effort which actually resulted in a review of the recorded phone conversation of my most recent renewal, wherein I was proven to be right, the company refused to help & did not care that I've chosen to leave in protest. No customer service, just robots who attempt to wear you down & hope you'll go away. BUPA need to find a new underwriter.
worst experience ever. would give zero starts if it was an option.
worst experience ever.
Im just your average hard working tradie.
had full comprehensive vehicle insurance on my work van.
Had an accident that wasn't my fault and was treated horribly.
To be honest i wished i didn't have comprehensive insurance, i would have been better of.
I paid a premium for a so called top product and got absolutely appalling service in return.
Cgu were not honest, open or transparent, when it came to aspects of my claim.
I had to get 4 different car valuations before i got one with any evidence about how they came to that figure.
losing my work vehicle made life incredibly difficult especially when you run your own business. i had hopped cgu would step up to the plate and make my claims process run smooth. Wrong the whole process was beyond a joke.
I wasted so much time and energy dealing with their appalling behavior.
I took my case to the general insurance code of practice and they found Cgu to have breached multiply sections of the code.
complete waste of time.
i will never get any insurance from CGU ever again.
Do not go through cgu ..absolute RIP offs
Car had water damage.
Cgu needed 4 opinions..give the car back unrepaired but still want their excess.
A week later ..all codes on dash and motor affected.
CGU Insurance Claims Is A Joke
CGU Motor Vehicle Insurance claims process is a joke.
No one can assess a vehicle & deem it fixable then a week later write it off due to damage from when the vehicle was stolen & recovered.
Crash repairers can't fix anything. This get complained about. Doesn't get fixed. CGU put your life at risk. Your family lives at a risk.
You tell them you want a 2nd quote they don't allow it.
They break the Motor Vehicle Insurance code of conduct.
They put you under extreme stress financially, emotionally & mentally.
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